Overview
Access and analyze call recordings and transcripts to improve agent performance, ensure quality, and gain insights.Accessing Call Recordings
Recording Access
Dashboard Access- View all recordings
- Search and filter
- Play in browser
- Download recordings
- Date and time
- Call duration
- Agent used
- Outcome
- Quick access
Playback Features
- Play/pause controls
- Speed adjustment
- Skip to sections
- Timestamp navigation
Downloading Recordings
Download Options
Individual Downloads- Download single recording
- Multiple formats
- High quality
- Quick download
- Download multiple recordings
- Batch operations
- ZIP file format
- Scheduled downloads
Download Formats
- MP3 format
- WAV format
- M4A format
- Custom formats
Call Transcription Accuracy
Transcription Quality
Accuracy Levels- 95%+ accuracy typical
- Varies by audio quality
- Language dependent
- Continuous improvement
- Audio quality
- Background noise
- Speaker clarity
- Language and accent
Improving Accuracy
- Use quality audio
- Minimize background noise
- Clear speech
- Proper microphone setup
Searching Through Transcripts
Search Features
Keyword Search- Search all transcripts
- Highlight matches
- Context display
- Advanced search
- Date range
- Agent filter
- Outcome filter
- Custom filters
Search Results
- Matching transcripts
- Highlighted keywords
- Context snippets
- Direct links to recordings
Highlighting Key Moments
Key Moment Detection
Automatic Detection- Important phrases
- Sentiment changes
- Outcome moments
- Custom markers
- Mark important sections
- Add notes
- Share highlights
- Export highlights
Use Cases
- Training examples
- Quality reviews
- Issue identification
- Success stories
Sharing Recordings with Team Members
Sharing Options
Direct Sharing- Share via link
- Email sharing
- Team workspace
- Secure access
- Add comments
- Tag team members
- Discuss recordings
- Collaborative review
Access Control
- Permission management
- Role-based access
- Secure sharing
- Audit trails
Best Practices
Review Regularly
Review Regularly
Regularly review recordings to identify improvement opportunities and ensure quality.
Use for Training
Use for Training
Use recordings as training materials. Real examples are more effective than theory.
Respect Privacy
Respect Privacy
Handle recordings with care. Respect privacy regulations and customer consent.
Organize Well
Organize Well
Use tags, folders, and organization to make recordings easy to find and use.